Look, I get it. When you’re trying to pitch a new VoIP solution to an SMB, it’s easy to fall into the trap of talking about the what—features, scopes, buttons, toggles. Dial tone. But let me say this as clearly as I can: if you’re still selling VoIP like it’s just dial tone, you’re missing the real opportunity.
Customer experience is your new value prop.
Reframe “call center” as “inbound call tracking.”
Use your tools: scopes, reporting, sentiment analytics, integrations.
Build solutions, not specs.
Focus on sticky value = long-term MRR.
When I talk to partners, I always bring up customer experience. Not because it sounds fancy (though, let’s be real, it does), but because it is what gets your customers to stay, grow, and refer others.
Here’s what I always say:
“You’re not just selling a phone system—you’re helping your customer win.”
Customer experience is about designing solutions that make life easier. For their teams. For their customers. And yeah—for you too.
Let’s talk about one of the most misunderstood tools in your arsenal: call center scopes. Honestly, I hate that term. It freaks out small business owners. They hear “call center” and picture hundreds of cubicles and red tape. But what you’re actually offering is a simple way to track inbound call flow—and that’s a totally different story.
You’re helping them answer basic questions like:
Who’s answering the phone?
How long are customers waiting?
Who’s doing a great job, and who needs coaching?
“To me, tracking inbound call flow can be something as simple as a plumbing company with vans and phone numbers on the side. That’s a candidate for better customer experience.”
Want to sound less like a feature list and more like a solution builder? Here’s what you’ve already got access to:
Inbound Call Tracking
Shine a light on staffing, performance, and customer service gaps.
Call Recording + Listen/Whisper/Barge
Perfect for training, resolving disputes, or just making sure everyone’s doing what they said they’d do.
Real-Time Analytics
Coming soon—but get hyped. Sentiment analysis, live dashboards, and heatmaps that show when and where things go off the rails.
CRM & Omni-Channel Integrations
Nava plugs into 250+ CRMs. And Helios? Total game-changer. Think SMS, social DMs, chat, and email all in one place.
You’re sitting on a goldmine of tools that help your customers be more responsive, more insightful, and more professional.
“Providing a solution to your customers’ pain points makes for that stickier customer. And sticky = monthly recurring revenue.”
Your job isn’t to change a scope setting. Your job is to build outcomes. To teach customers that helping is more powerful than selling. To make them look good to their customers.
And guess what? That’s what builds long-term MRR. That’s what gets referrals. That’s what helps you grow beyond being “the phone person.”
So next time someone asks what you sell, skip the feature dump.
Say this instead:
“I help my customers deliver a better experience—and make sure they never miss a call that matters.”
Because you’re not just selling dial tone anymore.
You don’t need to be a tech genius to deliver incredible value—you just need to be focused on outcomes. The features are there. The platform is powerful. But the MSPs who win? They’re the ones who lead with customer experience and talk about what their clients gain, not what the phone can do. So next time you pitch VoIP, ask yourself: are you selling specs… or are you selling something that actually matters?
Let’s go with the second one.